IT Support / Help Desk Specialist

Overview

FTI is looking for a qualified Help Desk Specialist in Beavercreek, Ohio.  The Help Desk Specialist will provide remote technical support to customers in resolving complex or escalated technology issues and ensure proper day-to-day operation. Additionally, the Help Desk Specialist will troubleshoot software and hardware issues on laptops and desktops, network equipment, and will also assist in performing updates, repairs, upgrades, backups, and other maintenance tasks. This position is on-site at Wright Patterson Air Force Base (WPAFB) and may require on-call support. This position does not administer any backups.

Responsibilities

• Provides technical support to end users on a variety of issues.
• Plan, order and track the flow of IT equipment from suppliers to customers. Requires physically receiving new shipments, provisioning system to fulfil orders, and packaging and shipping orders.
• Support may be provided in-person or remotely through phone and email assistance.
• Must be able to identify, research, and resolve technical problems.
• Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.
• Maintains the operation of the AFMC SIPR help desk and serves as the primary contact for customer concerns.
• Responds to telephone calls, email and personnel requests for technical support.
• Documents, tracks, and monitors the problem to ensure a timely resolution.
• Provides technical support to end users for laptops, desktops, and network connectivity issues.
• Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
• Simulates or recreates user problems to resolve operating difficulties.Accurately tracks customer issues from initial communications to resolution.
• Ability to communicate factual and procedural information clearly, both orally and in writing.
• Ability to analyze routine network problems and recommend solutions.

Education/Qualifications

Required

• Must have an active Secret Clearance or above with the ability to maintain.
• 3 years + of help desk support experience.
• Must have an up to date 8570 compliance (e.g. Security+ or IAT level II equivalence).
• Knowledge and troubleshooting skills related to Windows 10 Professional.
• Ability to troubleshoot hardware such as desktops, laptops, zero clients, and network connectivity.

Preferred Experience

• SecureView
• Microsoft Active Directory
• Service Now Solutions 

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